Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313279 ↗ ServiceMax

MEDICAL POSITIONING INC. • Repair • P3

📍 Tufts Medical Center — 800 Washington Street, Boston MA, 02111

Nov 5, 2025 → Nov 17, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 10, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 5 → Nov 6, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 12, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 18, 2025
4 business days (counted)
Running total: 7 of 3 biz days used
Created: Nov 5, 2025 Completed: Nov 18, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0 / 3
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 0 / 3
Nov 5 → Nov 5 Assigned ▶ Running 0 0 / 3
Nov 5 → Nov 6 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 6 → Nov 6 Reschedule ▶ Running 0 0 / 3
Nov 6 → Nov 12 Scheduled ▶ Running 3 3 / 3
Nov 12 → Nov 12 Reschedule ▶ Running 0 3 / 3
Nov 12 → Nov 12 Entered ▶ Running 0 3 / 3
Nov 12 → Nov 12 Assigned ▶ Running 0 3 / 3
Nov 12 → Nov 18 Scheduled ▶ Running 4 7 / 3
Dispatch 0.0d
Material Management 1.6d
Coordinators 8.4d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.6 days
Coordinators
8.4 days
Over SLA
Billing
0.1 days
Created: Nov 5, 2025 Due: Nov 13, 2025 Completed: Nov 18, 2025 (4 days late)
📅
7.9 days Total Age
⏱️
4.1d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
6.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Nov 12, 2025
Visit 2 Nov 17, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00541211
Fw: Case 129493 - Tufts Medical Center - EchoBed®X - Model 222 - SN 812997 - MFG 9/25/25
Closed
Case 129493 – Caster needs replaced, it is not rotating or rolling correctly. Will be providing prints for the brakes, the single pedal braking system will not work properly if not installed correctly. Please call me before going into facility to make sure you have all instructions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mohammad Kamal
Owner
Kimberly Hardison
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313279 (current) Invoiced
Repair • Luis Torres
Created: Nov 5, 2025 • Closed: Nov 17, 2025
Completed with minor delays
Invoiced • 119 days old
🚨
Primary Delay 4.1 days stuck in "Scheduled"
⏱️
Total Delay 6.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
1.6d
Reschedule
0.3d / 2.0d SLA
Scheduled
8.1d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12 KSmith -- Rescheduled for Monday with Mohammad

11/12 KSmith -- Text from FSE that we need to reschedule. FSE could not find parking anywhere due to the size of his vehicle. Left message for Mohammed to reschedule for Monday (LT)

11/6 KSmith -- Scheduled for Wednesday with Mohammed. 12-2pm

11/6 KSmith - Left VM and sent email to schedule for 11/12

11/6 KSmith -- The parts are shipping FedEx ground, the tracking number is 885782389183.

🔧 Work Performed
11/12 PBonang: Drove to area and sat in the only parking lot my vehicle would fit. Parking garages in the area are too low for my vehicle to enter. After 45 minitues of waiting for a spot to open I called POC and asked if we could reschedule. Need to return with smaller vehicle. **11/17-LT- R&R PR caster assembly **Function & cycle tested to confirm no other issues
🔍 Technician Findings
Unit in service
⚠️ Problem Description
Case 129493 – Caster needs replaced, it is not rotating or rolling correctly. Will be providing prints for the brakes, the single pedal braking system will not work properly if not installed correctly. Please call me before going into facility to make sure you have all instructions.
📄 Description
MPI EchoTable (series) Ultrasound table (051, 072, 073, 083, 222, 233, 251, 272, 273, 283, 1233, 2251, 2273, 2283, 4152)

Timeline

📞
Case Linked Nov 5, 11:00 AM
Case Number: 00541211
Subject: Fw: Case 129493 - Tufts Medical Center - EchoBed®X - Model 222 - SN 812997 - MFG 9/25/25
Status: Closed
📋
▶
2 Work Order Created Nov 5, 1:43 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Nov 5, 2:01 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13m
👤
Status: Awaiting Parts - Customer by Kourtney Smith
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2m
🔄
Status: Reschedule by Kourtney Smith Nov 6, 8:03 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 17h 59m
🗓️
▶
2 Status: Scheduled Nov 6, 10:29 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-12T18:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Kourtney Smith Nov 12, 12:16 PM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 1h
🆕
▶
3 Status: Entered Nov 12, 12:28 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-17T17:00:00.000+0000
⏱️
2x Labor Added Nov 12, 2:09 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 14
⏳ 4.0 business days
⏱️
2x Labor Added Nov 17, 8:55 PM
Type: Labor
Status: Open
Qty: 0.75, 1.25
🚗
▶
3 3x Travel Added Nov 17, 9:05 PM
3x Travel Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4.75
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 8h, 0m
⏳ 3.4 business days
📄
▶
2 Status: Ready to Bill Nov 20, 11:38 AM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Nancy Suarez
From: Invoice Pending
To: Billing Review
Duration in Previous: 2m
💰
Status: Invoiced by Nancy Suarez Nov 20, 12:04 PM
From: Billing Review
To: Invoiced
Duration in Previous: 23m
⏳ 2.0 business days
🧾
Invoice Created Nov 21, 12:34 PM
Invoice Number: SM-247049

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.1 business days (threshold: 2.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00541211
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Corporate
Technician
Luis Torres
Scheduled
Nov 17, 12:00 PM
Created
Nov 5, 1:43 PM
Invoice #
SM-247049

Work Details (8)

Name Type Status Qty Amount Date
WL-03004749 Labor Open 1.5 $0.00 Nov 12, 2:09 PM
WL-03004750 Travel Open 14 $0.00 Nov 12, 2:09 PM
WL-03010634 Labor Open 0.75 $0.00 Nov 17, 8:55 PM
WL-03010635 Labor Open 1.25 $137.50 Nov 17, 8:55 PM
WL-03010639 Travel Open 3 $200.00 Nov 17, 9:05 PM
WL-03010637 Expenses Open 1 $0.00 Nov 17, 9:05 PM
WL-03010638 Travel Open 120 $0.00 Nov 17, 9:05 PM
WL-03010640 Labor Open 4.75 $0.00 Nov 17, 9:10 PM

Details